AccountId: 011433970860
ContactId: 34c2cad8-fb2c-4797-b7f9-e13a2ac9553f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159740 ms
Total Talk Time (AGENT): 72909 ms
Total Talk Time (CUSTOMER): 35413 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/34c2cad8-fb2c-4797-b7f9-e13a2ac9553f_20250328T13:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to verify eligibility and benefits for patients.
[AGENT][NEUTRAL] I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name's [PII]. Call back number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] 152.
[CUSTOMER][NEUTRAL] 6343.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy. And you said you're calling for uh benefits today and eligibility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, I do show that this policy is effective. It has been since [PII]. Um, I can send you over a complete breakdown of the benefits, fax that over to you. Would you like me to send that over? OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] Alright, let me get that pulled up.
[CUSTOMER][NEUTRAL] I know you just made it yesterday
[CUSTOMER][NEUTRAL] Verification if she wasn't on there so.
[AGENT][NEUTRAL] OK, and will I be faxing uh this to your attention?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is that fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect, that's it thank you so much.
[AGENT][POSITIVE] You're welcome, [PII] you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.